Fairness&Flawless

Along with Fairness and Flawless’ rapid growth and penetration of the Philippine market, an upgrade on
how we treat and entertain our clients is mandatory. In this era of business and technology, we are
concentrating on a customer-centered approach. This strategy has been widely implemented in our
offices and we want all our affiliates, including dealers and resellers to be guided by these principles too.
As we believe that our dealers represent the company in the eyes of the consumer.

Common mistake of most organizations is product-centralization that they forgot about their customers
and the impact of their consumers to their growth. We will veer away from this mistake and always
prioritize our clients as if they were our lifeline.

To be able to execute this new strategy, we have to take note these 5 simple principles:
1.   Accessible

You have to make yourself available and within reach to the prospect client.
•   Accept calls
•   Post your contact number on your sites/accounts
•   Create different social media accounts for all platforms
•   Look for physical outlets that are withing your market’s reach
•   Become approachable

2.   Responsive

Social media is a huge factor. Not only do your clients expect a reply from you, they expect you
to do it immediately. Make sure you get to reply to your client inquiries within an hour or latest,
two.

3.   Empathetic

The immediacy of your reply is non-sense without empathy. Talk to your clients as if they were
your friends. Listen, understand and care for them genuinely. Express your intent to help in a very
sincere manner. Customers that you care for will remain loyal to you. In the long run, they might
as well become your friends.

4.   Cohesive

Make sure all the information you are stating to the client are true and cohesive to those the main
office has released. It pays to educate yourself.

5.   Nimble

There will always be negative situations and you have to see the positive side in them. If a client
is furious and is sharing feedback with how you responded to the transaction, swallow up and
pacify them by being empathic. Criticism is always a huge aspect to our improvement.
Below is a list of examples on how a customer-centric approach is exuded.

TEXT INQUIRIES:

Clients text you when they need to know something. Thus, they are interested in our products.

RULE 1. Reply to our clients right away.

- Clients are not fans of the waiting game, they want an immediate response from us. If we keep our
clients waiting they will be disappointed and will look for another brand (or dealer). We would not want
that.

RULE 2. Always greet your clients like you know them personally.

-   Adding a personal touch will make them feel so special. Address them with their first name.

Here is an example:

Client: Hi, this is Rose and I want to order Sgt at Arms.

Dealer: Hi Rose! Here are the ways to order…

RULE 3. Answer all of their questions.

-   Clients ask you because they need to know before they purchase. So make sure you lay all important
information to them so they would have the impression that you are well-informed of the products
that you sell and in return, they will be confident in purchasing from you.

Here is an example:

Client: Hi, this is Rose and I want to order Sgt at Arms.

Dealer: Hi Rose! Here are the ways on how you order …
Client: Hi, Where can I place my orders? How can I get my orders? And how much is Sgt at Arms? I’m
from North Edsa.
Dealer: I can get your orders here through text and we can meet up somewhere. Lastly, Sgt at Arms is
available at SRP Php 139. J
Client: Can we meet at SM North Edsa at 3pm?
Dealer: Yes Rose, of course! J

**Note: It is best that you follow what your clients want. Remember we need them more than they need
us.
RULE 4. After all the questions are answered, repeat all the information and orders of your clients for
verification purposes and to prevent misunderstandings.

-   Just like in restaurants, they do this to avoid mistakes.

Here is an example:

Client: Hi, this is Rose and I want to order Sgt at Arms.

Dealer: Hi Rose! Here are the ways on how you order …
Client: Hi, Where can I place my orders? How can I get my orders? And how much is Sgt at Arms? I’m
from North Edsa.
Dealer: I can get your orders here through text and we can meet up somewhere you want. Lastly, Sgt
at Arms is available at SRP Php 139. J
Client: Can we meet at SM North Edsa at 3pm?
Dealer: Yes Rose, of course! J
Client: Great! Thank you so much!
Dealer: You are very much welcome Rose. For clarification, you ordered 1 Sgt at arms (Php 139) and
we will meet at SM North EDSA at 3pm. Am I right Rose?
Client: Yes! it was nice doing a smooth transaction with you J

RULE 5. Lastly, you should close the conversation with a happy tone.

-   Always say that you are glad to entertain our clients and always be grateful.

Here is an example:

Client: Hi, this is Rose and I want to order Sgt at Arms.

Dealer: Hi Rose! Here are the ways on how you order …
Client: Hi, Where can I place my orders? How can I get my orders? And how much is Sgt at Arms? I’m
from North Edsa.
Dealer: I can get your orders here through text and we can meet up somewhere you want. Lastly, Sgt
at Arms is available at SRP Php 139. J
Client: Can we meet at SM North Edsa at 3pm?
Dealer: Yes Rose, of course! J
Client: Great! Thank you so much!
Dealer: You are very much welcome Rose. For clarifications, you ordered 1 Sgt at arms (Php 139) and
we will meet at SM North EDSA at 3pm. Am I right Rose?
Client: Yes! it was nice doing a smooth transaction with you J
Dealer: It was a pleasure to talk with you Rose, thank you for your order. See you! J

If we entertain our clients like this, we assure you that they will always come back and order from
you since you made them feel extra special. Not only will you have repeat customers, but you will gain
more of them through referrals from your SATISFIED clients.
TEXT INQUIRIES: UNHAPPY/ANGRY CUSTOMER

RULE 1: ALWAYS greet your customer first even if you are aware that your customer is unhappy.

-   If you start your conversation with a positive vibe, instances are the unhappy customer may feel the
same thing. Always reply with positivity, that’s the key to a satisfied customer.

Here is an example:

Client: Hi, ako po si Ann. Bakit ganyan palagi nalang kayong walang stocks ng Sgt at Arms?! Hahanap
nalang ako ng ibang deodorant!
Dealer: Hi Ann! Pasensya na po kayo, kaya po palaging out of stock ang Sgt at arms dahil ito ay mabenta.
J

RULE 2: LISTEN to what your client is saying. The client wants to be heard.

Here is an example:

Client: Hi, ako po si Ann. Bakit ganyan palagi nalang kayong walang stocks ng Sgt at Arms?! Hahanap
nalang ako ng ibang deodorant!
Dealer: Hi Ann! Pasensya na po kayo kaya po palaging out of stock ang Sgt at arms dahil ito ay mabenta.
J
Client: Dapat alam niyo kung gaano kadami tinatago niyo stocks para hindi kayo nauubusan ng Sgt at
Arms at para hindi palaging ganyan rason niyo. Gustong gusto ko pa naman yung Sgt at Arms niyo kaya
lang sobrang hirap magorder.
Dealer: ……

RULE 3: Be apologetic even if it is not your fault.

Here is an example:

Client: Hi, ako po si Ann. Bakit ganyan palagi nalang kayong walang stocks ng Sgt at Arms?! Hahanap
nalang ako ng ibang deodorant!
Dealer: Hi Ann! Pasensya na po kayo kaya po palaging out of stock ang Sgt at arms dahil ito ay mabenta.
J
Client: Dapat alam niyo kung gaano kadami tinatago niyo stocks para hindi kayo nauubusan ng Sgt at
Arms at para hindi palaging ganyan rason niyo. Gustong gusto ko pa naman yung Sgt at Arms niyo kaya
lang sobrang hirap magorder.
Dealer: Yes Ann we understand you and we are very sorry for that but we are finding more ways po to
stock up large quantity of Sgt at arms.
RULE 4: ALWAYS present a solution.

Here is an example:

Client: Hi, ako po si Ann. Bakit ganyan palagi nalang kayong walang stocks ng Sgt at Arms?! Hahanap
nalang ako ng ibang deodorant!
Dealer: Hi Ann! Pasensya na po kayo kaya po palaging out of stock ang Sgt at arms dahil ito ay mabenta.
J
Client: Dapat alam niyo kung gaano kadami tinatago niyo stocks para hindi kayo nauubusan ng Sgt at
Arms at para hindi palaging ganyan rason niyo. Gustong gusto ko pa naman yung Sgt at Arms niyo kaya
lang sobrang hirap magorder.
Dealer: Yes Ann we understand you and we are very sorry for that but we are finding more ways po to
stock up large quantity of Sgt at arms.
Client: Eh paano ako makakabili niyan?
Dealer: Wag po kayo mag-alala kadating po ng stocks ko I will text you right away po. I will reserve napo
for you. Ilan po kukunin niyo?

RULE 5: Take Action and Follow-up

Client: Hi, ako po si Ann. Bakit ganyan palagi nalang kayong walang stocks ng Sgt at Arms?! Hahanap
nalang ako ng ibang deodorant!
Dealer: Hi Ann! Pasensya na po kayo kaya po palaging out of stock ang Sgt at arms dahil ito ay mabenta.
J
Client: Dapat alam niyo kung gaano kadami tinatago niyo stocks para hindi kayo nauubusan ng Sgt at
Arms at para hindi palaging ganyan rason niyo. Gustong gusto ko pa naman yung Sgt at Arms niyo kaya
lang sobrang hirap magorder.
Dealer: Yes Ann we understand you and we are very sorry for that but we are finding more ways po to
stock up large quantity of Sgt at arms.
Client: Eh paano ako makakabili niyan?
Dealer: Wag po kayo mag-alala kadating po ng stocks ko I will text you right away po. I will reserve napo
for you. Ilan po kukunin niyo?
Client: I will get 5 Sgt at arms. Please update mo ko agad.
Dealer: Don’t worry Ann, you will be on top of my list and I will update you right away. Thank you Ann!
J

**NOTE: TAKE ACTION TO THIS PROBLEM

If problems like these are common to you, solve it. If it needs you to add orders, do it. You must
know how to make your clients feel prioritized. You must serve them with all your will and perseverance.
CALL INQUIRIES:

Clients CALL you when they need to know something right away. That means they are very eager to
know/buy our products.

RULE 1. Answer the call right away.

- Clients do like call inquiries since they will be entertained well and you can have a faster transaction.
Clients also do not like hearing the ringer for a long time. Tendency is, the client will drop the call.

RULE 2. Always greet your clients like you know them personally and answer it with a smile.

-   Adding a personal touch on how you entertain your clients will make them feel so special. Address
them with their first name. Also try smiling while you talk it will definitely sound better.

Here is an example:

Client: Hi, I want to buy Sgt at Arms.

Dealer: Hi Good morning! I am Joan, and may I know your name please? (while smiling) J
Client: I am Ann. Where can I buy?
Dealer: Hi Ann! we can do ….

RULE 3. Always speak CLEARLY.

-   Some clients get irritated when they cannot understand you. We should have clear signal and clear
voice.

Here is an example:

Client: Hi, I want to buy Sgt at Arms.

Dealer: Hi Good morning! I am Joan, and you? (while smiling) J
Client: I am Ann. Where can I buy?
Dealer: Hi Ann! we can do meet ups. Where do you prefer?

**Note again: Remember we need them more than they need us. Okay? J

RULE 4. LISTEN carefully to what the clients say.

-   Listen to the instructions, orders, and other information always have a notepad and ballpen ready.

Here is an example:

Client: Hi, I want to buy Sgt at Arms.

Dealer: Hi Good morning! I am Joan, and you? (while smiling) J
Client: I am Ann. Where can I buy?
Dealer: Hi Ann! we can do meet ups. Where do you prefer?
Client: Okay, I prefer meeting at SM North EDSA near French baker and Photoline, I will order 3 Sgt at
Arms.
Dealer: …….. (listening)

*Note: List down all the request and orders of your clients and repeat them all to her/him for clarifications.
Do not interrupt the client while they are talking.

RULE 5. REPEAT the client’s orders and ask for any other concerns.

-   Always ask for other concerns or additional order (If ever).

Client: Hi, I want to buy Sgt at Arms.

Dealer: Hi Good morning! I am Joan, and you? (while smiling) J
Client: I am Ann. Where can I buy?
Dealer: Hi Ann! we can do meet ups. Where do you prefer?
Client: Okay, I prefer meeting at SM North EDSA near French baker and Photoline, I will order 3 Sgt at
Arms.
Dealer: Okay Ann, so your order is 3 Sgt at arms and we will be meeting at SM North EDSA near French
baker right? Do have anything else you would like to add?
Client: Yes! Oh nothing, that’s okay na. J

RULE 6. Lastly, do not forget to THANK your clients before you end the call.

Client: Hi, I want to buy Sgt at Arms.

Dealer: Hi Good morning! I am Joan, and you? (while smiling) J
Client: I am Ann. Where can I buy?
Dealer: Hi Ann! we can do meet ups. Where do you prefer?
Client: Okay, I prefer meeting at SM North EDSA near French baker and Photoline, I will order 3 Sgt at
Arms.
Dealer: Okay Ann, so your order is 3 Sgt at arms and we will be meeting at SM North EDSA near French
baker right? Do have anything else you like to add?
Client: Yes! Oh nothing, that’s okay na. J
Dealer: Okay Ann, Thank you for your purchase! If you have other concern feel free to call me again J

Always remember use a subtle but clear voice when you entertain clients through calls. They like
it when they can easily understand every bit you say.

This ends our mini tutorial into being better entrepreneurs. Let us abide by this and say hello
to more clients in the coming days!